Customer Service Advisor

Location: Nuneaton
Contract Type: Permanent
Hours: Full time, 40 hours per week
Salary: £26,550 plus 22 days rising holiday plus bank holidays, pension, life assurance, bonus, employee assistance programme, wellbeing support, and flexible benefits scheme

About the Job

Relationships mean everything to us, and this one is particularly special. As a Customer Service Advisor at Unipart Logistics, you’ll have an important part to play delivering best in class customer support to our prestige automotive customer. You will play your part to deliver against business goals; through focussing on continuous improvement, quality, and attention to detail, ultimately supporting the team to build a customer service centre of excellence.

We don’t just have a way of working, we have The Unipart Way. It allows everyone in our team to pursue their own personal and professional goals to a world class level, through Unipart's ‘From Gate to Great’ training and development program. As a forward thinking and people focussed company, this is a fantastic opportunity to deliver outstanding service for internal and external customer’s alike, driving exceptional KPI performance, whilst adapting to changes in customer requirements and maximising opportunities for improvement.

As part of your key responsibilities you’ll:

• Manage relationships and communications with retailers for all aspects of customer service and delivery
• Work in a fast-paced environment to address customer issues submitted via telephone, through CRM database, live chat, or instant message
• Ensure key performance metrics are maintained and daily tasks are completed
• Manage Client Campaigns e.g. new vehicle launch, gathering stock data, issuing orders and crediting etc
• Assist with the creation periodic performance reports, relating to customer service KPIs and escalate where KPIs are not achieved
• Take a lead in highlighting customer issues and drive improvements to prevent reoccurrence
• Support a culture of customer satisfaction through timely and thorough handling of queries
• Maintain detailed SOPs and Work Instructions for all customer service processes
• Undertake regular training and development, with a clear focus on delivering exceptional customer experience
• Support the wider cross functional and cross regional teams, building key relationships to support query resolution and continuous improvement
• Ensure all activities are conducted in accordance with Health and Safety policies and procedures

About You

We’d love you to have the following skills and experience, but please apply if you think you’d be able to perform well in this role!

• Highly customer focussed
• Ability to interface and manage relationships at all levels in all markets
• Ability to adapt and change rapidly
• High level understanding of all aspects of management, including client relationships
• Excellent communicator, with an ability to persuade and influence both internal and external stakeholders
• Process driven, with an ability to identify opportunities for improvements in service, cost or revenue for Unipart or the client
• Continuous improvement – capability of process design and sustainable process improvement
• Systems literate, experienced in learning new systems, maximising benefits of systems and interrogation of data
• Current systems experience would be beneficial in SAP ECC6, SAP S4Hana, Freshdesk, RingCentral VOIP Telephony System and MS Office
• Relevant Customer Service qualification or business experience
• Full UK driving licence or ability to travel to other Unipart and customer sites across the UK

Our recruitment and selection process has been developed to ensure that it is consistent, fair and provides equality of opportunity - all selection decisions are based solely on technical and behavioural competencies. We do not discriminate on the grounds of race, colour, or nationality, ethnic or national origins, sex, gender reassignment, sexual orientation, marital or civil partnership status, pregnancy or maternity, disability, religion or belief, age or any other current or future protected characteristic as defined in the current Equality Act of England and Wales. As an organisation we also promote an environment which encourages diversity of characteristics and thought, where you feel included, safe and confident to be the best version of yourself and do your best work every day.

You may also have experience in the following: Customer Service Advisor, Customer Service Executive, Customer Service Officer, Customer Service Representative, Contact Centre Operative, Client Services, Customer Service Agent, Call Centre Operative, Customer Support, Client Support, etc.

REF-213 050